Quality and Operational Auditing
ISO IEC 20000 1 2018 Internal Auditor
Overview:
Introduction:
This program is designed to prepare participants for the certification exam only.
This training program provides comprehensive training on auditing IT service management systems according to ISO/IEC 20000-1:2018 standard. It empowers participants to enhance organizational efficiency and customer satisfaction through effective IT service delivery.
Program Objective:
At the end of this program, participants will be able to:
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Understand and interpret the requirements of ISO/IEC 20000-1:2018 standard.
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Plan, conduct, report, and follow up on audits effectively.
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Identify non-conformities and opportunities for improvement in IT service management systems.
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Develop and implement corrective action plans to address audit findings.
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Promote continuous improvement in IT service delivery and customer satisfaction.
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Prepare for the certification exam.
Targeted Audience:
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IT professionals involved in IT service management.
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Quality assurance and compliance managers.
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Internal auditors specializing in IT service management systems.
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IT service managers and coordinators.
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Personnel involved in implementing and auditing ISO/IEC 20000-1:2018 IT service management systems.
Program Outlines
Unit 1:
Introduction to ISO/IEC 20000-1:2018 Standard:
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Overview of ISO/IEC 20000-1:2018 standard and its significance in IT service management.
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Understanding the structure and key requirements of ISO/IEC 20000-1:2018.
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Roles and responsibilities of an internal auditor in auditing IT service management systems.
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Relationship between ISO/IEC 20000-1:2018 and other management system standards.
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Importance of effective IT service management in organizational performance and customer satisfaction.
Unit 2:
Planning and Preparation for Audits:
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Developing an audit plan based on ISO/IEC 20000-1:2018 requirements.
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Identifying audit objectives, scope, and criteria.
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Conducting risk assessments to prioritize audit activities.
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Gathering necessary documentation and resources for the audit.
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Establishing communication channels with auditees and stakeholders.
Unit 3:
Conducting the Audit:
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Techniques for conducting opening and closing meetings with auditees.
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Collecting and evaluating audit evidence to determine conformity.
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Identifying non-conformities and opportunities for improvement.
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Applying effective questioning and interviewing techniques.
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Ensuring impartiality, independence, and objectivity throughout the audit process.
Unit 4:
Reporting and Follow-up:
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Preparing clear and concise audit reports reflecting audit findings.
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Communicating audit conclusions and recommendations to relevant stakeholders.
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Developing corrective action plans for addressing non-conformities.
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Monitoring and verifying the implementation of corrective actions.
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Conducting follow-up audits to ensure sustained compliance and improvement.
Unit 5:
Leadership and Communication Skills for Internal Auditors:
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Developing effective leadership skills for internal auditors.
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Techniques for building rapport and trust with auditees.
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Building effective communication channels with auditees and stakeholders.
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Resolving conflicts and managing challenging audit situations.
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Providing constructive feedback to auditees and team members.
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Preparation for the certification exam.